TeamSupport
MARCH 6, 2020
As a customer, hearing the answer “go read this self-service article” from a support agent can be a frustrating experience. So many companies do self-service poorly that this type of response can feel like the agent is brushing the customer aside to focus on another issue. However, a great self-service experience can change this feeling of being ignored to one of feeling satisfied and empowered.
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to
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CSM Magazine
MARCH 6, 2020
If you asked 100 Customer Service Representatives to identify their least favorite aspect of their job, 98 would probably say it is dealing with angry customers. Once a customer has reached the boiling point of frustration and annoyance, it can be very difficult – and trying – to bring your company back into that customer’s favor once again. However, the task is not impossible, and with these 10 tips, you can successfully transform an angry customer into a loyal client once again. 1.
ProProfs Blog
MARCH 6, 2020
Bill Gates, the wealthiest business tycoon, said, “ Your most unhappy customers are your biggest source of learning ”. Bill might be running one of the biggest companies that the world has ever seen; however, he too has to deal with unsatisfied and complaining customers. . According to a study conducted by Walker , customer experience will become the key brand differentiator in the coming years.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Taylor Reach Group
MARCH 6, 2020
By Colin Taylor. We certainly are living in interesting times. This is unquestionably the best time to ever have lived as a human being; not so good for other species perhaps. Yet we are regularly faced with new issues and challenges that can impact both our personal and business lives. The current challenge is how we prepare for, yet hope to avoid, COVID-19, the novel coronavirus that is rapidly approaching pandemic status.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Inbenta
MARCH 6, 2020
For more than 15 years, Inbenta has been supporting companies worldwide in the creation of virtual assistants. We have seen the trends and uses evolve and while user expectations in terms of interactions and conversation have changed significantly, performance metrics have remained quite constant. They remain your main source of analysis to evaluate the impact of an AI chatbot on your company’s results.
Totango
MARCH 6, 2020
Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. Today’s on-demand, subscription-dominated marketplace requires that enterprises pay closer attention to what their customers want from their products—and there’s no clearer indication than their own words.
Customers That Stick
MARCH 6, 2020
Yes, you should absolutely send a cover letter. Why? Because today, so many other people aren’t. It makes you stand out. It shows you’re professional. It shows you’re willing to go the extra mile. That’s what customer service is about, being willing to go the extra mile for customers. If somebody is not willing to do that for their own career, a hiring manager is going to assume that they are not going to do it for customers.
Tethr
MARCH 6, 2020
When it comes to call centers, regulatory compliance is not the place to take risks. Organizations that don’t abide by industry and call center regulations will face expensive fines and extensive litigation. Keeping the winding list of call center regulations straight can prove difficult for many call centers, but regulation adherence remains priority for most large call centers and a common use case for Tethr.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Interactions
MARCH 6, 2020
This blog is written courtesy of Interactions R&D team. Annotating data is hard work. Depending on the speech and natural language technology you’re developing, few innovative projects can be done with the same type of data — or even the same annotation scheme. In order to develop a high performing system, both the R&D team and the media annotators need to be adaptable.
Cyara
MARCH 6, 2020
A quick Google search for where the best US March vacation spots are will return a result of Florida, which is probably why the organizers of the upcoming enterprise communications and collaboration event – Enterprise CONNECT 2020 – chose the warm, sunny, and absolutely beautiful location of Orlando to host this must-attend conference! (Not going to lie, it’s also one of the reasons the Cyara team is already packed for this event).
Customer Experience Matters
MARCH 6, 2020
The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence. You can download both of these reports for free: The State of EX Management Programs, 2020. This research – based on a survey of HR leaders at 250 large U.S. firms – looks at the current state of employee experience (EX) management programs and future plans for EX.
Quality Contact Solutions
MARCH 6, 2020
By Tina Lisell, Senior Operations Manager. One of the first rules of comedy is to know your audience. When a comedian really understands their audience, the jokes they tell tend to get the biggest laughs…right? This same rule can be applied to B2B appointment setting. Here’s how. When taking the time to really define the list criteria for the target audience, there is a greater likelihood of success with setting the appointment.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ChurnZero
MARCH 6, 2020
Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. Afterall, an “obsessive compulsive focus on the customer” is the number-one thing Amazon’s Jeff Bezos attributes to the company’s monstrous success and near trillion-dollar valuation. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.
Nextiva
MARCH 6, 2020
Is your business still using a legacy CRM solution in 2020? It’s time to let it go. Even if your CRM’s adoption rates are still at acceptable levels, it’s time to move your business into 2020 with a top-of-the-line, cloud-based solution. Not only will it make the CRM easier to use for your employees, but […]. The post 10 Reasons to Upgrade Your Legacy CRM and Move to The Cloud appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog.
Ansafone
MARCH 6, 2020
In the United States, there are over 7,400 call centers and how does Ansafone Contact Centers differentiate and compare? How can Ansafone make certain that we remain competitive in an ever-increasingly complex world? Businesses are finding more and more need to pay attention to and listen to their client’s needs and wants. And, Ansafone Contact … Data Metrics as a Competitive Edge for Ansafone Read More » The post Data Metrics as a Competitive Edge for Ansafone appeared first on Ansafone C
Aspect
MARCH 6, 2020
Today is National Employee Appreciation Day. A day that f ocuses attention on employees across all industries. Today, employers across the country in business and organizations are plan ning to honor employee achievement s and contributions. . But y ou don’t have to wait until the first Friday in March to recognize your employees. In fact, t his article says 40% of employed Americans say they’d put more energy into their work if they were recognized more often. .
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
NICE inContact
MARCH 6, 2020
In this video, the next in our series on Transforming Customer Experiences, Lauren Comer, Sr. Product Marketing Manager, discusses how you can leverage workforce optimization software to hire, train and engage contact center agents more effectively.
inSided
MARCH 6, 2020
You might have heard that we recently updated our inSpired community?! If you haven’t seen it already, check it out here. We hope you like the new look! ??. Nice, right? Along with the new styling, we’ve also added a whole host of new community homepage customization capabilities—making it easier than ever before to change your homepage, in real time, with no development resources required.
Quiq
MARCH 6, 2020
Share This Story. The 2019 holiday season saw Cyber Monday break ecommerce records with $9.4 billion coming from online sales. An impressive $3 billion of those sales occurred on a smartphone – double the prior year. Mobile rules consumers’ personal lives and how organizations engage with consumers via mobile is quickly evolving. . Mobile shopping has been clearly gaining ground year over year, but retailers are still “catching up” to consumer’s preferences.
CSM Magazine
MARCH 6, 2020
Have your say – The Annual State of Customer Service is back! Each year this industry defining report provides key insights on the latest service, support and CX benchmarks and trends. The basis for the report is a short survey which is completed anonymously by over 1000 customer service professionals. Contribute by completing the survey and you will receive both the completed report and last year’s copy!
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
ChaseData
MARCH 6, 2020
Have you ever heard of the “uncanny valley”? While you may not have heard the term, it is very likely that you have experienced the phenomenon that it describes. The uncanny valley is a point at which artificial intelligence and other types of human-like creations go from interesting and endearing to eerie and disquieting. This point may be reached when a 3D model looks very human but just lacks a few key elements of humanity, or when a chat bot uses a near-human level of emotional response but
ppt solutions
MARCH 6, 2020
Appoints Rob Hornbuckle as Vice President of Cloud Solution Services TULSA, OKLAHOMA, March 5, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the appointment of Rob Hornbuckle as Vice President of Cloud Solution Services. The post PPT Solutions Strengthens Executive Leadership Team appeared first on PPT Solutions.
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to
ChaseData
MARCH 6, 2020
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
ShepHyken
MARCH 6, 2020
This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows.
Cincom
MARCH 6, 2020
Managed Service Providers (MSPs) can exploit classical management tools such as the Pareto Principle to boost sales and profitability. Technology, such as customer relationship management systems (CRM) and configure-price-quote (CPQ) software , can help. Perhaps the single biggest difference between sales and marketing, today versus 20 years ago, is the vast amount of data that managers have at their disposal.
ShepHyken
MARCH 6, 2020
This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows.
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